ComplaintsforDorel Home Furnishing

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been emailing with *****, the consumer service team lead for two days now. While their responses have been consistent, they have rejected my claim despite having evidence that my mattress from their company was defective and dispersed fiberglass into my home impacting my health and causing personal item lost over one thousand dollars. The company instead offered me 500.00 USD as a “good will” gesture. I rejected this offer and will be consulting a lawyer for this. I want to warn everyone that this business does not care for your safety or the safety and quality of their products. My apartment is now contaminated with fiberglass shards and materials to decontaminate alone have totaled me 480 USD. Their offer was offensively low. I also have documentation that I received medical evaluations after being exposed to the fiberglass from their mattress.

  Business response

  09/20/2022

  We would like to express our most sincere apologies for any inconvenience the consumer has experienced.  We value our consumer’s well-being and take matters like the safety of all of our consumers very seriously.  We take great pride in distributing products that are not only great value, but safe.  All of our products are tested by 3rd party test laboratories to ensure they meet or exceed all government and industry standards.  While our intention is not to minimize the experience of the consumer, it is important to recognize that the use of glass fibers as a flame-retardant barrier is not only common in the mattress industry, but it is safe for use.  We have reached out to the consumer with a resolution and are waiting their response. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an electric fireplace from ****** on ***** day. The package was delivered destroyed. The cardboard was all the way open and styrofoam was shredded to pieces. I took pictures of all the damage to the outside of the package before opening anything and placed a complaint with ******. They were not able to let me return the package because of the state of the box. There were too many pieces and not a way to get it to the post office to return. They issued a refund and unfortunately since the sale had ended wouldn't honor me buying a replacement at the same price. I contacted the company directly as instructed by ******. Over half of the pieces are damaged or missing. I took inventory of each piece and took pictures of damage. I filled out a replacement part form and began working with customer service. They informed me the pieces were out of stock and couldn't help me. Once I told them I had received a refund she completely didn't want to help me at all even after I asked if I could just purchase the pieces I needed to fix the broken ones and again she wouldn't let me and offered no resolution so now I'm stuck with a fireplace that's not able to be put together with no help from the business. Customer service was absolutely terrible and for the price of the product I'm very upset with the quality. I shouldn't have to offer to pay to replace parts that should have been delivered correctly in the first place.

  Business response

  08/08/2022

  We attempted to contact the consumer via ***** on August 1, but have not had a response to date.  We apologized for the condition the fireplace was received.  Based on the details and photos provided by the consumer, we believe they had purchased an open box item at a significantly discounted rate.  Dorel Home cannot speak to the nature of how this item was acquired or sold.  Even though the consumer had received a refund from ******, thus voiding the warranty, we would still have been willing to send out some replacement parts as a good will gesture.  Unfortunately this is an imported item and we are currently out of stock on the parts the consumer needs.  Due to ongoing supply chain issues, we cannot advise if or when the parts will be restocked.  This was explained to the consumer in her initial communications with our Consumer Relations team.  Unfortunately in this instance, we simply do not have the capability to provide the consumer with their desired resolution.  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bed on *********** (Order number **********, "Alfred Twin Solid Wood Loft Bed with Built-in-Desk by Viv + Rae") on August 9, 2021. It was delivered in early September and multiple parts were damaged. I filed a claim with Dorel Home Furnishings and their customer service rep, "*****", authorized replacement parts to be shipped to me. Two replacement pieces arrived promptly but I was told that the third piece - the desk top for under the loft bed - was out of stock and I should check back in a month. I following up in October and was told the same thing. Then in November, and December and so on. Now it's June 2022, the part still is "out of stock" and I was told that it will be ANOTHER 12-16 weeks before it is in. They offered me $100 as a partial refund, but that amount is unacceptable to me considering that the desk top is essential to the function of the unit - and I cannot easily replicate the damaged piece for $100. My concern is that waiting only prolongs this situation and - given the customer service I've received to this point - they will try to tell me that the warranty has expired if I let this go longer than a year. I purchased this desk for my daughter before she began second grade and, at this point, so still won't have fully functioning desk by the time she starts third grade.

  Business response

  06/13/2022

  We spoke with the consumer on Friday 6-10 and offered to send her a new unit as a resolution, as we can’t provide a good restock date for the desktop.  The consumer has agreed to this resolution. 

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a kitchen cart that was new in the box on ****. The warranty and documents included in the package and on the website manual download state for damaged or missing parts to contact Dorel. I contacted them several times. They verbally claimed that since it was sold through a 3rd party seller, they would do nothing and it states that in the warranty. It does not. When I contacted them by phone to point this out, they said it states "an unauthorized seller", which it did not. I read it word for word to the customer service rep, and pointed out it said neither "3rd party" or "unauthorized seller" in the warranty they were claiming they were justified to do nothing. They sent this to a supervisor to review and they emailed me back with something they just typed up to include those words that were on their website. All they had to do was replace the broken part. Instead, they dug their heels in to stick with their lies and dishonesty. They clearly do not stand behind their product, and customer service is non existent. What they claim is posted on their website does not override what is printed in the hard copy manual, not that I believe it was originally on their website. I bet they added it after I pointed it out. I've attached a copy I pulled from the warranty from the manual provided in the product we purchased. I went to the website and verified the online manual's warranty stated the same. In short, they would prefer to lie about what their warranty states then make it right with the customer.

  Business response

  04/04/2022

  As indicated on our website, the warranty covers replacement parts due to  manufacturer’s defects within 1 year from the original date of purchase from authorized retailers.  The seller from whom this consumer purchased their item is not an authorized seller of our product.  This means that Dorel has no knowledge of how the seller received our products, nor the condition of the product at the point of sale.  Due to this, Dorel does not warrant products sold by retailers with whom we do not work directly.  We did offer to sell this consumer the part they need to correct the unit once said part is back in stock. 

  Customer response

  04/04/2022

  Complaint: ********
  
  I am rejecting this response because:
  The manual that I downloaded off their website, in addition to the manual included with the product, there’s NOTHING in the warranty that states that. They are claiming “unauthorized seller” is somewhere randomly on the company website. They need this disclaimer printed in the actual manual’s warranty if they are even going to attempt to claim this voids the warranty. Otherwise, they are committing fraudulent warranty support. 
  
  
  Sincerely,
  ***** *******

• Initial Complaint

  12/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October of 2021 we bought a trundle bed from Wholesalers Unlimited in Buffalo Grove Il It is a twin bronze metal daybed and trundle *******. We opened the bed it was missing three things It was missing the slats balls and wheels . the Box said to call 800 number on the box do not go back to the retailer. We contacted the dorel company several times and the store in ******* ***** called them . they told us they could not replace the the few small parts unless we paid eighty dollars because we bought the bed from a wholesale store.even though the bed had a warranty We are hoping to settle this complaint if they could just honor their warranty and send us the parts we are missing

  Business response

  01/04/2022

  Good Afternoon,

  We appreciate being notified concerning this issue.
  As stated by the customer, the item was purchased from an unauthorized retailer. Our warranty is clear as it is only available and valid for items that were purchased through authorized retailers. Please feel free to view our warranty policy by visiting our website at ***************************************************
  In the spirit of customer service, we did offer to sell the requested parts to the customer and the offer to do so is still available.
  
  Thank you for your understanding.
  

  Customer response

  01/04/2022

  ********** ********
  
  I am rejecting this response because:
  
  I bought this bed a store in ******* ***** ** and I was not aware it was not an approved store with this company and they would not honor the warranty to get a few plastic parts that were missing I could not believe they wanted to charge  eighty dollars for a few parts I feel this  company can take responsibility for their products. All we asked for is our missing parts for the bed The store also called  and got the same answer
  
  ********** ***** *********

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